Improving Customer Retention by Managing the Customer Journey Webinar SlidesAmity
For any SaaS company focused on customer success, the customer journey needs to make customers feel comfortable, confident and excited about being successful with your product.
By focusing on helping make customers successful each step along the way, you will keep your customers happy, loyal and buying more. Success for both you and your customers!
In this webinar, Kia Puhm will cover:
- Top renewal challenges
- Biggest challenges & threats to renewals
- Using benchmarking to demonstrate value
- Being strategic partner
An iterative approach to digital product developmenttwcmad
This document discusses an iterative approach to digital product development using agile principles. It advocates taking a product-based rather than project-based approach, with continuous quality improvement and refinement of the product over time based on feedback. Agile practices like having very structured but flexible processes, visual transparency, and failing fast are recommended. While agile has risks if not implemented properly, following principles like minimum viable products and iterative design allows products to be informed by measurement and to evolve as needed.
Spark a CX revolution: tips from the trenchesUserTesting
After countless customer interviews and years of analyzing customer insights, UserTesting experts Maggie Young and Stef Miller share the most-talked about initiatives that forward-thinking companies are focused on. Learn about how today’s modern brands are building a customer-centric culture.
This quick, highly visual presentation offers many ideas on how to use journey maps and what they might look like. You're sure to find at least one good idea inside ;-)
Understanding your entire customer lifecycle is the foundation of an effective customer success process.
Defining and standardizing both your internal process: (sales pipeline, trial conversions, onboarding, adoption management, etc) and your customer's journey are essential elements of a scalable SaaS organization.
In this webinar, you will learn how to map both halves of your customer lifecycle.
Accelerating Customer Expansion by Managing the Customer JourneyAmity
Kia Puhm of Kia CX Consulting presented on accelerating customer expansion through understanding the customer journey. The presentation focused on three key areas: 1) Understanding your customer through segmentation and assessing their business maturity, 2) Managing your customer through effective customer success plans, and 3) Setting up success by managing customer expectations. The presentation emphasized that understanding a customer's business and using that knowledge to make your product critical to their growth is key to expanding customers.
Improving Customer Retention by Managing the Customer Journey Webinar SlidesAmity
For any SaaS company focused on customer success, the customer journey needs to make customers feel comfortable, confident and excited about being successful with your product.
By focusing on helping make customers successful each step along the way, you will keep your customers happy, loyal and buying more. Success for both you and your customers!
In this webinar, Kia Puhm will cover:
- Top renewal challenges
- Biggest challenges & threats to renewals
- Using benchmarking to demonstrate value
- Being strategic partner
An iterative approach to digital product developmenttwcmad
This document discusses an iterative approach to digital product development using agile principles. It advocates taking a product-based rather than project-based approach, with continuous quality improvement and refinement of the product over time based on feedback. Agile practices like having very structured but flexible processes, visual transparency, and failing fast are recommended. While agile has risks if not implemented properly, following principles like minimum viable products and iterative design allows products to be informed by measurement and to evolve as needed.
Spark a CX revolution: tips from the trenchesUserTesting
After countless customer interviews and years of analyzing customer insights, UserTesting experts Maggie Young and Stef Miller share the most-talked about initiatives that forward-thinking companies are focused on. Learn about how today’s modern brands are building a customer-centric culture.
This quick, highly visual presentation offers many ideas on how to use journey maps and what they might look like. You're sure to find at least one good idea inside ;-)
Understanding your entire customer lifecycle is the foundation of an effective customer success process.
Defining and standardizing both your internal process: (sales pipeline, trial conversions, onboarding, adoption management, etc) and your customer's journey are essential elements of a scalable SaaS organization.
In this webinar, you will learn how to map both halves of your customer lifecycle.
Accelerating Customer Expansion by Managing the Customer JourneyAmity
Kia Puhm of Kia CX Consulting presented on accelerating customer expansion through understanding the customer journey. The presentation focused on three key areas: 1) Understanding your customer through segmentation and assessing their business maturity, 2) Managing your customer through effective customer success plans, and 3) Setting up success by managing customer expectations. The presentation emphasized that understanding a customer's business and using that knowledge to make your product critical to their growth is key to expanding customers.
Customer Experience Management in Travel IndustryCRMIT
Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and services, over the duration of their relationship with that supplier.
How CEM Relates to CRM?
Customer Relationship Management (CRM) is a business strategy to acquire, grow
and retain profitable customer relationships. 80% of business managers seem to understand that CRM is a customer-centric way of doing business, not just technology to automate front-office processes.
CUSTOMER JOURNEY
Der Weg des Kunden zum Produkt umspannt Touchpoints in Online, Mobile, In-Store, Kundencenter, sozialen Netzen, Werbung im TV, Print, auf Plakaten, im Radio – einfach gesagt: Er sieht alles und das überall. Wie man dem Konsumenten trotzdem ein sinnvolles Bild der Marke gibt und ein unverwechselbares Angebot schafft. Wir begleiten den Konsumenten auf seinem Weg zum Kauf.
Matthew has a consistent record of under-achievement. His professional incompetence, intellectual torpor and general sloth are complemented by appalling communication skills. He is widely regarded as the most dysfunctional and unpopular member of any team he has ever worked in.
Through a combination of incompetence and corruption on the part of the admissions board, he was elected to a scholarship at Magdalen College Oxford, where he read English and Modern Languages. His undistinguished academic career was a surprise and disappointment to all except those who knew him.
His initial career in the textile industry was marked by a series of over-hyped marketing transformation initiatives, which delivered no business value and alienated customers and employees alike. On the back of these disastrous projects, there was nowhere to hide but the software industry.
His subsequent career in software has been one of spectacular failure and meteoric descent. In a series of ill-judged and unimaginative moves, he has helped destroy the value of marketing applications right across the industry. It is difficult to gauge which has been less impressive, his time in product management or in presales consulting. At every level, he has exuded arrogance and incompetence.
His promotion to Vice President at Oracle in December 2011 was welcomed by close colleagues as ‘an utter travesty’ and hailed as ‘a clear mistake’. With his new broader focus on Customer Experience Management solutions, across a wide range of industries – encompassing all of Oracle applications and technologies – he has the opportunity to wreak havoc on a truly global scale. It is a worrying new juncture in a dismal career.
Matthew’s self-knowledge is his only redeeming feature.
UXSTRAT Journey to a Customer Experience Mapjhewitt98
These are the slides for the 10-minute talk that was delivered at UXSTRAT in Atlanta.
Much discussion and attention has been given to customer journeys and experience maps in the UX field recently. Our team applied this research approach to the membership experience for an entertainment loyalty program. We talked to four distinct groups: newbies, fence sitters, recently renewed and lapsed members. By segmenting the audience, we were able to identify communications and interactions that led some members to satisfaction and deeper engagement and left others feeling unappreciated. In the end, we concocted a customer experience map that highlights critical points within the membership life cycle where interactions need to be customized toward member behavior.
The document discusses how customer experience (CX) and user experience (UX) are closely related and important for digital transformation. It provides examples of how to understand customers and their journeys through various touchpoints to provide a seamless omni-channel experience. The document also presents a case study of how a credentialing organization used CX and UX methods like user personas, journey mapping, and information architecture to transform their digital presence and better serve customer needs.
This is a CX Design Game Framework and Manual Guide created and designed by ROA consulting. Start Up Companies or other venture firms can simulate and track their existing customer experience with this useful tool. By doing so, the companies will have insight about their customers and why they should change service process and how they can change effectively.
This presentation on Customer Experience Management was delivered at The Social CRM Conference in Singapore on the 21/01/2014. The event was attended by Senior Marketing Executives from around the Asia Pacific and Japan region.
Best practices in customer experience mappingsuitecx
6-step guide to conducting a successful customer journey / customer experience mapping exercise. Over 30 years of expertise goes into this best practice guide.
Today’s customers are more informed and getting their information in new ways from new sources. Decisions are influenced by discussions online and user reviews. The old ways of doing business are changing. And that means companies must change as well. As with all changes, those companies that successfully adapt to the reality of the market will succeed while those which don’t will fall behind. While this shift creates new challenges, it also creates a huge opportunity for businesses to reach customers in ways never before possible.
The document outlines the new landscape of Microsoft Dynamics CRM, including updates to the core CRM, social capabilities, marketing tools, and self-service/Parature features. The core CRM section discusses modernized user interfaces, process guidance, real-time business intelligence, and increased mobility options. Social capabilities cover social insights, listening, alerting and business intelligence. Marketing areas like resource management, asset/content management, event management and execution are also examined. Finally, the self-service section reviews Parature features such as knowledge bases, portals, agent tools and an assistant with social engagement.
Leveraging Sitecore to Create a Completely Connected Customer ExperienceAvtex
This document discusses how Sitecore can be used to create a connected customer experience. It defines customer experience and the importance of integration across touchpoints. It also discusses defining a customer experience roadmap through personas, journey mapping, and optimizing content. Sitecore allows for personalization through rules, algorithms, and predictive methods across channels based on customers' digital fingerprints. Examples are given of how Sitecore has been used by companies for personalization.
What’s Your Next Move? Building the Case for an Effective CX Strategy Across ...Avtex
This presentation discusses the importance of customer experience strategies for businesses. It outlines objectives to discuss customer experience strategies and what they are, how to keep customers satisfied and loyal, and a call to action. Several examples are provided of companies that excel at customer experience like Amazon with fast delivery and responsive customer service. Metrics are presented showing the positive impact of good customer experience, such as increased customer loyalty and stock market returns. The presentation emphasizes that customer experience is the integration of interactions across all customer touchpoints and outlines strategies for developing a strong strategic customer experience vision.
Tooling Around a Journey Map: A Real-World Case Study on Northern Tool & Eq...Avtex
This document discusses journey mapping conducted by Northern Tool + Equipment to better understand their customers' experiences. It defines journey mapping and describes Northern Tool's mapping process. The mapping revealed opportunities like improving cross-channel customer experiences and consolidating customer data. It emphasizes using journey maps to align customer experience strategies across channels and provide frontline employees with better customer support tools.
Today’s Mobile Workforce & What it Means for Your BusinessAvtex
The document describes a day in the life of Bruce, a salesperson, and how he uses various Microsoft products to complete his work tasks. Bruce starts his day checking Yammer on his phone and finishes preparing a sales presentation using PowerPoint and Office 365. He accesses files on SharePoint and Dynamics from his iPad when his laptop breaks. By using Office 365, SharePoint, Yammer and other Microsoft products across devices, Bruce is able to close a big sale and get a promotion. The document then outlines the key Microsoft products that powered Bruce's workday, including Office 365, SharePoint, Yammer and Dynamics.
Customer Experience Management in Travel IndustryCRMIT
Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and services, over the duration of their relationship with that supplier.
How CEM Relates to CRM?
Customer Relationship Management (CRM) is a business strategy to acquire, grow
and retain profitable customer relationships. 80% of business managers seem to understand that CRM is a customer-centric way of doing business, not just technology to automate front-office processes.
CUSTOMER JOURNEY
Der Weg des Kunden zum Produkt umspannt Touchpoints in Online, Mobile, In-Store, Kundencenter, sozialen Netzen, Werbung im TV, Print, auf Plakaten, im Radio – einfach gesagt: Er sieht alles und das überall. Wie man dem Konsumenten trotzdem ein sinnvolles Bild der Marke gibt und ein unverwechselbares Angebot schafft. Wir begleiten den Konsumenten auf seinem Weg zum Kauf.
Matthew has a consistent record of under-achievement. His professional incompetence, intellectual torpor and general sloth are complemented by appalling communication skills. He is widely regarded as the most dysfunctional and unpopular member of any team he has ever worked in.
Through a combination of incompetence and corruption on the part of the admissions board, he was elected to a scholarship at Magdalen College Oxford, where he read English and Modern Languages. His undistinguished academic career was a surprise and disappointment to all except those who knew him.
His initial career in the textile industry was marked by a series of over-hyped marketing transformation initiatives, which delivered no business value and alienated customers and employees alike. On the back of these disastrous projects, there was nowhere to hide but the software industry.
His subsequent career in software has been one of spectacular failure and meteoric descent. In a series of ill-judged and unimaginative moves, he has helped destroy the value of marketing applications right across the industry. It is difficult to gauge which has been less impressive, his time in product management or in presales consulting. At every level, he has exuded arrogance and incompetence.
His promotion to Vice President at Oracle in December 2011 was welcomed by close colleagues as ‘an utter travesty’ and hailed as ‘a clear mistake’. With his new broader focus on Customer Experience Management solutions, across a wide range of industries – encompassing all of Oracle applications and technologies – he has the opportunity to wreak havoc on a truly global scale. It is a worrying new juncture in a dismal career.
Matthew’s self-knowledge is his only redeeming feature.
UXSTRAT Journey to a Customer Experience Mapjhewitt98
These are the slides for the 10-minute talk that was delivered at UXSTRAT in Atlanta.
Much discussion and attention has been given to customer journeys and experience maps in the UX field recently. Our team applied this research approach to the membership experience for an entertainment loyalty program. We talked to four distinct groups: newbies, fence sitters, recently renewed and lapsed members. By segmenting the audience, we were able to identify communications and interactions that led some members to satisfaction and deeper engagement and left others feeling unappreciated. In the end, we concocted a customer experience map that highlights critical points within the membership life cycle where interactions need to be customized toward member behavior.
The document discusses how customer experience (CX) and user experience (UX) are closely related and important for digital transformation. It provides examples of how to understand customers and their journeys through various touchpoints to provide a seamless omni-channel experience. The document also presents a case study of how a credentialing organization used CX and UX methods like user personas, journey mapping, and information architecture to transform their digital presence and better serve customer needs.
This is a CX Design Game Framework and Manual Guide created and designed by ROA consulting. Start Up Companies or other venture firms can simulate and track their existing customer experience with this useful tool. By doing so, the companies will have insight about their customers and why they should change service process and how they can change effectively.
This presentation on Customer Experience Management was delivered at The Social CRM Conference in Singapore on the 21/01/2014. The event was attended by Senior Marketing Executives from around the Asia Pacific and Japan region.
Best practices in customer experience mappingsuitecx
6-step guide to conducting a successful customer journey / customer experience mapping exercise. Over 30 years of expertise goes into this best practice guide.
Today’s customers are more informed and getting their information in new ways from new sources. Decisions are influenced by discussions online and user reviews. The old ways of doing business are changing. And that means companies must change as well. As with all changes, those companies that successfully adapt to the reality of the market will succeed while those which don’t will fall behind. While this shift creates new challenges, it also creates a huge opportunity for businesses to reach customers in ways never before possible.
The document outlines the new landscape of Microsoft Dynamics CRM, including updates to the core CRM, social capabilities, marketing tools, and self-service/Parature features. The core CRM section discusses modernized user interfaces, process guidance, real-time business intelligence, and increased mobility options. Social capabilities cover social insights, listening, alerting and business intelligence. Marketing areas like resource management, asset/content management, event management and execution are also examined. Finally, the self-service section reviews Parature features such as knowledge bases, portals, agent tools and an assistant with social engagement.
Leveraging Sitecore to Create a Completely Connected Customer ExperienceAvtex
This document discusses how Sitecore can be used to create a connected customer experience. It defines customer experience and the importance of integration across touchpoints. It also discusses defining a customer experience roadmap through personas, journey mapping, and optimizing content. Sitecore allows for personalization through rules, algorithms, and predictive methods across channels based on customers' digital fingerprints. Examples are given of how Sitecore has been used by companies for personalization.
What’s Your Next Move? Building the Case for an Effective CX Strategy Across ...Avtex
This presentation discusses the importance of customer experience strategies for businesses. It outlines objectives to discuss customer experience strategies and what they are, how to keep customers satisfied and loyal, and a call to action. Several examples are provided of companies that excel at customer experience like Amazon with fast delivery and responsive customer service. Metrics are presented showing the positive impact of good customer experience, such as increased customer loyalty and stock market returns. The presentation emphasizes that customer experience is the integration of interactions across all customer touchpoints and outlines strategies for developing a strong strategic customer experience vision.
Tooling Around a Journey Map: A Real-World Case Study on Northern Tool & Eq...Avtex
This document discusses journey mapping conducted by Northern Tool + Equipment to better understand their customers' experiences. It defines journey mapping and describes Northern Tool's mapping process. The mapping revealed opportunities like improving cross-channel customer experiences and consolidating customer data. It emphasizes using journey maps to align customer experience strategies across channels and provide frontline employees with better customer support tools.
Today’s Mobile Workforce & What it Means for Your BusinessAvtex
The document describes a day in the life of Bruce, a salesperson, and how he uses various Microsoft products to complete his work tasks. Bruce starts his day checking Yammer on his phone and finishes preparing a sales presentation using PowerPoint and Office 365. He accesses files on SharePoint and Dynamics from his iPad when his laptop breaks. By using Office 365, SharePoint, Yammer and other Microsoft products across devices, Bruce is able to close a big sale and get a promotion. The document then outlines the key Microsoft products that powered Bruce's workday, including Office 365, SharePoint, Yammer and Dynamics.
The document discusses Interaction Dialer 4.0 updates, including how Dialer 4.0 compares to 3.0, new features in Dialer 4.0 SU3, design concepts for automating campaigns using rules and policies, and Intelligent Mobile Connect for TCPA compliance when calling cell phones. Key differences between Dialer 3.0 and 4.0 include multiple active campaigns per agent, consolidated dialer management, blended call dispositions, and more extensive reporting. Dialer 4.0 SU3 introduces a central campaign switchover for redundancy and new views in the Interaction Center Business Manager.
Understanding Your Contact Center: A Guided Tour of 4.0 ReportingAvtex
This document provides an agenda for a guided tour of the new 4.0 reporting features in an contact center software. It introduces Interaction Reporter as the new reporting platform, which offers enhanced interfaces, filters, drill down capabilities, and export options over the previous Crystal Reports. The tour will demonstrate recommended reports for interaction details, schedules, quality management, recording scores, dialing success, and queue performance and recommend when to use the new or historical report tools. Attendees can ask questions after the demonstration.
Hot Trends and Futuristic Technologies in the Contact CenterAvtex
This document discusses trends toward improving the customer experience in contact centers. It summarizes that customer experience is shaped by interactions with a company's employees, systems and channels. It then discusses trends toward cloud computing, omni-channel support, easy customer interactions, web chat, mobile support, social media monitoring, customer and agent profiling, and video capabilities. The document provides examples and statistics on the growth of these trends and their benefits in enhancing customer service.
This document introduces the new SharePoint 2013 search service. It discusses the different editions of SharePoint that include search capabilities and the main components that make up the search architecture. It also covers search administration such as configuring the search topology and crawl schedules. Finally, it provides an overview of ways to customize search, such as developing custom content processing or using display templates to modify the user experience.
Easy Earnings Through Refer and Earn Apps Without KYC.pptxFx Lotus
Learn how to make extra money with refer and earn apps that don’t require KYC. Find out the advantages, top apps, and strategies to boost your earnings quickly and easily.
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"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions. 𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢2024 GROUNDBREAKING CEREMONY OF SK LEAVEO PLANT
➢2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢2024 CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
➢ Daewon Pharm Year End Party
➢ Giant Lantern Festival in Ha Noi with Gamuda Land
➢ Light Festival 2019 in HCMC with Phu My Hung Corp
(etc)
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
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Cover Story - China's Investment Leader - Dr. Alyce SUmsthrill
In World Expo 2010 Shanghai – the most visited Expo in the World History
https://www.britannica.com/event/Expo-Shanghai-2010
China’s official organizer of the Expo, CCPIT (China Council for the Promotion of International Trade https://en.ccpit.org/) has chosen Dr. Alyce Su as the Cover Person with Cover Story, in the Expo’s official magazine distributed throughout the Expo, showcasing China’s New Generation of Leaders to the World.
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Discover the Beauty and Functionality of The Expert Remodeling Serviceobriengroupinc04
Unlock your kitchen's true potential with expert remodeling services from O'Brien Group Inc. Transform your space into a functional, modern, and luxurious haven with their experienced professionals. From layout reconfiguration to high-end upgrades, they deliver stunning results tailored to your style and needs. Visit obriengroupinc.com to elevate your kitchen's beauty and functionality today.
Tired of chasing down expiring contracts and drowning in paperwork? Mastering contract management can significantly enhance your business efficiency and productivity. This guide unveils expert secrets to streamline your contract management process. Learn how to save time, minimize risk, and achieve effortless contract management.
Adani Group's Active Interest In Increasing Its Presence in the Cement Manufa...Adani case
Time and again, the business group has taken up new business ventures, each of which has allowed it to expand its horizons further and reach new heights. Even amidst the Adani CBI Investigation, the firm has always focused on improving its cement business.
japanese language course in delhi near meheyfairies7
Next is the Nihon Language Academy in East Delhi, renowned for its comprehensive curriculum and interactive teaching methods. They boast a faculty of experienced educators with a blend of both Indian and Japanese nationals. The academy provides extensive support for JLPT exam preparation along with personalized tutoring sessions if needed. Nihon Language Academy also arranges exchange programs with partner institutes in Japan, which provides students an opportunity to experience Japanese culture and language first-hand.
Unlocking WhatsApp Marketing with HubSpot: Integrating Messaging into Your Ma...Niswey
50 million companies worldwide leverage WhatsApp as a key marketing channel. You may have considered adding it to your marketing mix, or probably already driving impressive conversions with WhatsApp.
But wait. What happens when you fully integrate your WhatsApp campaigns with HubSpot?
That's exactly what we explored in this session.
We take a look at everything that you need to know in order to deploy effective WhatsApp marketing strategies, and integrate it with your buyer journey in HubSpot. From technical requirements to innovative campaign strategies, to advanced campaign reporting - we discuss all that and more, to leverage WhatsApp for maximum impact. Check out more details about the event here https://events.hubspot.com/events/details/hubspot-new-delhi-presents-unlocking-whatsapp-marketing-with-hubspot-integrating-messaging-into-your-marketing-strategy/
AI Transformation Playbook: Thinking AI-First for Your BusinessArijit Dutta
I dive into how businesses can stay competitive by integrating AI into their core processes. From identifying the right approach to building collaborative teams and recognizing common pitfalls, this guide has got you covered. AI transformation is a journey, and this playbook is here to help you navigate it successfully.
Enabling Digital Sustainability by Jutta EcksteinJutta Eckstein
This is a New Zealand wide meetup event with meetup groups from Auckland, Wellington and Christchurch attending and open to anyone with an interest in digital sustainability or agile. All welcome. Joke, this is how it started. Jutta is now also available in Germany, i.e. hosted by Berlin/Brandenburg
According to the World Economic Forum, digital technologies can help reduce global carbon emissions by up to 15%. However, digitalization also comes with some challenges. Thus, if we want to make a positive impact by increasing sustainability, we need to address challenges like the digital divide, energy consumption of IT, or the rise of electronic waste. In this talk, I want to explore how Agile can help to leverage Digital Sustainability.
L'indice de performance des ports à conteneurs de l'année 2023SPATPortToamasina
Une évaluation comparable de la performance basée sur le temps d'escale des navires
L'objectif de l'ICPP est d'identifier les domaines d'amélioration qui peuvent en fin de compte bénéficier à toutes les parties concernées, des compagnies maritimes aux gouvernements nationaux en passant par les consommateurs. Il est conçu pour servir de point de référence aux principaux acteurs de l'économie mondiale, notamment les autorités et les opérateurs portuaires, les gouvernements nationaux, les organisations supranationales, les agences de développement, les divers intérêts maritimes et d'autres acteurs publics et privés du commerce, de la logistique et des services de la chaîne d'approvisionnement.
Le développement de l'ICPP repose sur le temps total passé par les porte-conteneurs dans les ports, de la manière expliquée dans les sections suivantes du rapport, et comme dans les itérations précédentes de l'ICPP. Cette quatrième itération utilise des données pour l'année civile complète 2023. Elle poursuit le changement introduit l'année dernière en n'incluant que les ports qui ont eu un minimum de 24 escales valides au cours de la période de 12 mois de l'étude. Le nombre de ports inclus dans l'ICPP 2023 est de 405.
Comme dans les éditions précédentes de l'ICPP, la production du classement fait appel à deux approches méthodologiques différentes : une approche administrative, ou technique, une méthodologie pragmatique reflétant les connaissances et le jugement des experts ; et une approche statistique, utilisant l'analyse factorielle (AF), ou plus précisément la factorisation matricielle. L'utilisation de ces deux approches vise à garantir que le classement des performances des ports à conteneurs reflète le plus fidèlement possible les performances réelles des ports, tout en étant statistiquement robuste.
L'indice de performance des ports à conteneurs de l'année 2023
Engage 2013 - Understanding the cx journey
1. Understanding the Customer
Experience Journey
Pat Nicholson
Alta Resources
VP of Business Development
Mark Gavin
Avtex Solutions
VP of Strategic Consulting
2. Session Goal!
Get you thinking about the importance of “experience”!
How is your brand (i.e. product and services)
“experienced” by your customers?
How does your role/department influence
“experience” during a customer’s journey?
…the knowledge of “experience” can/should drive your
organizational investments.
3. www.avtex.com/engage
CX Mobile Question #1:
Generally speaking, which business
discipline does your role best align with
from the list below?
1). President/CEO/Leader
2). Marketing
3). Information Technology
4). Customer Care
5). Operations
6). Other
View Results
4. Understanding the Experience
What does your experience journey look like?
Six phases of the Customer Journey
Theoretically…In reality…
Sales & Marketing
Operations & Customer Care
5. Device
Channel
Experience
Reaction
Customer
Doing & Thinking?
?
Experience is multi-dimensional
It’s critical that you understand the components!
Re-Engage?
Leave?
The Journey can be…
• Iterative w/stops & starts
• Filled with critical Moments of
Truth!
• Emotional
• Traveled via multiple devices
• Derailed by a weak link
…always presents an opportunity
to differentiate and establish a
competitive advantage!
6. Understanding the Experience Components
Document and analyze to determine best experience investment!
1). CXO Approach “Outside-In” Perspective Journey Mapping
7. Understanding the Experience Components
Document and analyze to determine best experience investment!
2). iCXO “Inside-Out” Perspective “Day in the Life” / ABC Sessions
Have we equipped our staff to succeed as a normal course of operation (i.e. or
does it take an A1 performer to create a great customer experience)?
To answer this question we examine…
• Access to Information
• Business Process
• Communication & Collaboration
• Pains/Issues/Concerns “There must be a better approach!”
8. www.avtex.com/engage
CX Mobile Question #2:
Which option below most closely
aligns with your organization’s
customer experience (CX) maturity?
View Results
1). We don’t have a CX program at this time.
2). We’ve started CX planning.
3). Initial CX strategy is currently in place.
4). We’ve updated our initial CX strategy at
least once.
9. Alta Resources – Customer Experiences
Patrick J. Nicholson
Vice President, Business Development | Alta Resources
Possessing a bachelor’s degree in marketing and personnel management from the University of
Wisconsin—Madison, Pat Nicholson is a senior-level executive with 24 years of experience, including
sales management and inside/outside. Since 1995, he has served business-process-outsourcing
company Alta Resources by uncovering ways to leverage integrated solutions across customer care,
sales, e-commerce and fulfillment.
14. Alta’s Gumball Campaign
• History/Rationale for Campaign
• Campaign Messaging Overview
• Campaign Promise
• Evidence to Believe
• Campaign Timeframe
• Campaign Levers (see next slide)
15. Campaign Levers
• Candy machine with direct mail piece included in custom
packaging.
• Personal calls/emails via Business Development driving users
to landing page (in line with shipping notifications).
• Follow up candy refills and supporting collateral every two
months (up to three refills) reinforcing message and referring
prospect to landing page.
• Video on landing page discussing importance of B2B and key
findings.
• Digital survey provided where recipients could vote for the
next candy refill
• Click-through and page view analysis and follow-up
16.
17. Session Summary
CX improvement effort “musts”…
Assess in detail, document, and socialize the experience journey of:
External Customers (those buying your product & services)
Internal Customer (the staff that supports the journey)
Ability to manage and influence will be dependent upon this knowledge
Investment decisions should align with CX improvement opportunities
18. Call to action!
• Contact your Avtex account executive to find out
how the Avtex Strategic Consulting team can help
you with your Customer Experience efforts!